Job Description

I’m working with a client in the packaging and print industry to find an experienced Customer Service Manager for their Massachusetts location. This full-time position offers a competitive compensation package, dependent on experience and qualifications, along with a comprehensive benefits program (including medical, dental, vision, paid time off, holidays, disability coverage, life insurance, and more).

The company partners with well-known brands to create high-impact packaging and labeling solutions you’d recognize on retail shelves, so this is a great opportunity for someone who enjoys working in a dynamic, customer-focused production environment.

Role Overview:

The Customer Service Manager will oversee the customer service team, driving a positive, collaborative, and solutions-focused culture. They’ll work cross-functionally with production, sales, and other departments to ensure customer expectations are met or exceeded, while also identifying areas for operational improvement and leading initiatives to enhance processes and team effectiveness.

Key Responsibilities:

• Lead and develop the customer service team, including training, coaching, and performance management.
• Foster strong team morale and a proactive, customer-first approach.
• Collaborate with internal stakeholders to resolve issues and maintain high service standards.
• Identify challenges in meeting customer needs and develop both short- and long-term solutions.
• Support continuous improvement efforts, applying Lean principles where possible, and helping to maintain process controls and audits.
• Oversee departmental budgeting and purchasing related to customer service operations.
• Partner with leadership to address challenges in scheduling, quality, or production coordination.

What We're Looking For:

• Demonstrated leadership experience in a customer service or client-facing management role.
• Strong communication skills, both written and verbal, with the ability to deliver clear direction and engage effectively with different audiences.
• Ability to manage, motivate, and develop a team, setting clear goals and expectations.
• Collaborative approach to working with other departments to solve problems and improve outcomes.
• Solid organizational and time-management skills, with a strong eye for detail and a commitment to meeting deadlines.
• Proven ability to deliver excellent customer service and handle inquiries professionally and thoroughly.

Qualifications:

• Associate’s degree or comparable technical education, or equivalent professional experience.
• At least 4 years in a supervisory or management role in customer service, ideally in manufacturing or print/packaging.
• Prior experience in the printing industry is required.
• Track record of building successful customer service programs that meet or exceed targets.
• Experience with Lean Manufacturing principles and/or familiarity with ISO or BRC quality systems is preferred.

Job Tags

Similar Jobs